Original article by Loretta Florance, Leonie Thorne
abc.net.au – Page: Online : 9-Jan-24

The Australian Financial Complaints Authority has advised that it received over 100,000 complaints in 2023, the most in its five-year history. 8,987 related to scams, up from 4,611 in 2022, and AFCA CEO David Locke says he hopes that 2024 will be the year that anti-scam initiatives by industry and government finally disrupt what he contends is a "serious and organised crime". AFCA’s dispute resolution scheme is intended to be a last resort for consumers, if they cannot get a solution by dealing directly with their bank, but Locke claims the volume of complaints escalated to AFCA is increasing at an "unsustainable rate", and that financial service firms need to do a better job of resolving customer complaints.

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AUSTRALIAN FINANCIAL COMPLAINTS AUTHORITY